Read the Case study for CRM at Minitrex.

Write a note on it and answer the following two questions:

1. Explain how it is possible for someone at Minitrex to call a customer and not know (a) that this is a customer and (b) that this is the third time this week that they had been called?

2. Outline the steps that Bettman must take in order to implement CRM at Minitrex. In your plan, be sure to include people, processes, and technology